Pegasus Airlines has become Europe’s second most profitable carrier – despite tearing up the low-cost rulebook and creating a hub-and-spoke network, all the while facing up to tough competition. Martin Rivers discovers the secret of the company’s success from Güliz Ozturk, chief commercial officer

Frequent flyer programmes were once rejected by low-cost carriers for their complexity. Although increasingly popular now, they continue to divide the industry. They can increase loyalty and boost the bottom line – just don’t forget the customer, warns Ian Putzger